Middle Column
Print content   Print content   

Bob Albert

We needed to update our new hire training program for Service Desk Analysts. Our overall goal, was to create a custom certification that incorporated strong customer service skills combined with the technical skills in the hopes that when our new hires first got on the phones, they would be immediately effective resolving our customers issues.

Their team started with a needs analysis to locate specific opportunities for improvements in the training program and then designed a custom certification ultimately leading to qualification as a company specific "Certified Service Desk Analyst". Next, they created relevant customer service training materials and exercises that simulated what the trainees would be experiencing when they took actual calls from customers.

Next, they implemented on-line testing at various intervals during the training to help us determine any specific individual coaching that needs to occur. They created a final certification exam which incorporated the entire training course.Lastly, since we use our existing analysts to train our new hires, they conducted train-the-trainer sessions and also coached all of our trainers to be more effective facilitators.

We now have a customized and relevant certification program that trains and measures the skills of our new analysts. Our First Call Resolution rate no longer drops because we have new hires on the phones (we have remained at 80% or above since the inception of their new and improved training program). Our overall result is new hires come out of training performing at the same level as our analysts who have been on the phones for months.


Bob Albert
Associate Director,
CIT Service Desk/Remote Operations/Account Management -- Biotech Company

Left Column

To: Managers & Directors

We can design a consulting and training program for your group that will produce measurable improvements. Let's talk.

Great Principles:

- Challenge the "Rules"
- Make it Fun
- Develop the Culture
- Know your Customers
- Revisit Core Values
- Embrace Metrics
- Anticipate Needs
- Adapt to the Situation
- Service Recovery
- Attitude Creates Reality

"I liked sharing real-life stories. This course brought concepts down to a level we can apply at work."
B.L. - IT Director

"I liked the real-life examples. I would like to see this course offered to entire departments.
"M.W. - Desktop Support

"Using examples from our own jobs helped us transition from simply having the tools, to applying them in our everyday lives. It was fun and informative. I would definitely recommend this workshop to other customer service professionals."
 S.D. - Shipping/Receiving